This guide will take you through the items that need to be set up prior to installing the Engage Voice app for Zendesk.
Zendesk Account
Setting up your Zendesk environment to align with your business needs is a crucial initial step. For detailed guidance on configuring your Zendesk account, please refer to Zendesk's official "Getting Started" documentation. If you are interested in quickly setting up a trial Zendesk account to get started, please also see the following documentation about getting a trial or sponsored account for development.
Engage Implementation
Before you begin, please ensure that you have an Engage environment set up. If you do not yet have an Engage environment, but you are interested in the Engage Voice for Zendesk application, please navigate to the following page to Book a Demo with our wonderful sales team. Thereafter, once the following Deploying Engage guide has been completed, and your Amazon Connect and Engage instances are set up, you can proceed to the following steps.
Updating Approved Origins for Zendesk in Amazon and Engage
Amazon Connect
- From your Amazon Console, navigate to your Connect Instance and then the “Approved origins” page.
- In the Domains section of the Approved Origins page, select "Add domain" and add the URL of your Zendesk instance.
- Save the change.
Engage General Settings
- Within your Engage environment, navigate to the Engage Settings page > General Settings > Local Measure Connection > Edit Approved Origins.
- Add the URL of your Zendesk instance as an Approved Origin for Engage.
- Save the changes.
Engage /Zendesk API Configuration
Once you have an Engage and Zendesk environment ready, the connection between the two needs to be set up. For this, an API key will need to be generated in Zendesk by an Admin user, and this API key along with the Zendesk address will need to be entered into the Zendesk Settings page within the standalone Engage environment.
Zendesk API key
- In Zendesk, navigate to the Admin Center
- Go to Apps and integrations > APIs > Zendesk API
- In the Zendesk API Settings page, select "Add API Token"
- Give the Token a description like "Engage Voice for Zendesk"
- Copy the API key and keep it secure. It cannot be retrieved after saving the new key. If you lose the key, you will need to create a new one and link it again.
- Save the new key
Engage Zendesk Settings
- In the standalone Engage environment
- Ensure the Zendesk settings page is available in the left-hand navigation menu
- If this is not available in your instance, please reach out to Local Measure Support for assistance
- Open the Engage Zendesk settings page
- In the Standard Settings section, under Connection Details, enter the Zendesk Workspace instance name (eg: exampleworkspace.zendesk.com)
- Paste the API key generated in Zendesk into the API Key field
- In the Zendesk User ID field add the User ID from Zendesk for a user with API access
- Save the changes
[.callout-critical]Note: Once you save the Connection details in Engage Zendesk settings, the API key field will show blank. This is a security measure, and the API key you entered will be saved[.callout-critical]
Install Engage Voice app
Once all the steps on this page are completed, continue to the “Installing Engage Voice” article to install the Engage Voice for Zendesk app in your Zendesk environment.
Next Step: Enabling Contact Lens Writeback
To complete your setup, please refer to the Engage Voice for Zendesk: Enabling Contact Lens Writeback guide for instructions on configuring Contact Lens writeback functionality.